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BSB40315 Certificate IV in Customer Engagement

Is your workforce ready to take their career in customer service to the next step?

The Certificate IV in Customer Engagement will equip your employees with the skills to handle complex customer requests and complaints, competently coach staff and complete related administrative tasks.

Who will benefit?
This qualification is beneficial for individuals who are responsible for successful customer engagement outcomes. Team leaders, managers or those aspiring to a customer-service related leadership role will gain value from this qualification.

What is the value of upskilling your team?

Source: Training Industry


of employees undertaking training and development will likely stay for at least 3 years


increase in employee engagement is linked to a 3% increase in revenue

Course details

Duration24 months
IntakesStart anytime
DeliveryWorkplace, blended learning
Course FeeFee if funded (new worker): $1,690
Fee if funded (existing worker): $2,979.60
Fee for service: $4,500
Entry Requirements
  • Trainees must be working in a management/leadership role
  • Have staff directly reporting to them and manage their work
  • Be able to dedicate workplace practice/ implementation hours as stipulated under amount of training
Units of Competency

UNIT CODE                                                    UNIT NAME


Coordinate implementation of customer service strategies


Develop teams and individuals


Implement and monitor WHS policies, procedures and programs to meet legislative requirements


Lead effective workplace relationships


Implement operational plan


Address customer needs


Show leadership in the workplace


Develop work priorities


Promote innovation in a team environment


Implement continuous improvement


Lead team effectiveness


Manage stress in the workplace


Implement customer service standards


The tuition fees are indicative only and are subject to change given individual circumstances at enrolment. Additional fees may apply such as student service and resource fees. Government fees increase at the start of each year.

laboratory courses

Assessment Methods

Assessments are contextualised to your workplace and require completion of case studies, projects and underpinning knowledge questioning.

Qualification Pathways

After completing the Certificate IV in Customer Engagement, trainees may decide to further their training with a BSB51915 Diploma of Leadership and Management.

Enquire about this course

When would you potentially be interested in studying?
Preferred training location
Area of study


Transform your talent

Want to improve productivity and add value to your business? We work with business of all sizes to develop an engaged, high performing workforce through our customised training solutions.